Blue Yonder Title:Sr Support Engineer 1Other Comparable titles:Techno-Functional Support AnalystOverview:Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”Seeking an astute individual that has a strong technical foundation with the ability to be hands-on with the broader implementation cycle of TMS as part of the Customer Success Organization, and deep domain expertise of industry best practices, with the ability to implement them working with both deploy and operate teams.Scope:Core responsibilities of implementation and possess strong technical knowledge in TMS solution to understand how the BY solution can be configured and delivered to better facilitate customer business processesLook at various angles of a Problem to identify the root cause to solve a Variety of problems. Promotes the same outlook in the Team.Volunteers for new challenges and eager to learn and challenge himself for new tasks as well build a network outside the immediate Team and encourage an atmosphere where team can thriveWhat you’ll do:Delivers excellent customer experience byDriving resolution of customer issues of high complexity and criticality including non-functional / performance related issues.Provides direction and inputs for Root Cause analysis and proposes prevention ideas.Guides/assists team members to resolve medium complexity issues.Proactively implements “Advanced Quality Prevention” quality plans including but not limited toRegular and proactive solution health monitoring process, tools and proceduresValidation frameworks post application patching, upgrades and maintenanceGuides the team to plan and implement “early detection and resolution” as well as “outflow and recurrence prevention” quality strategiesDrives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.Owns solution for customers.Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business valueConsistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activenessMonitor and correct solution performance, stability, and sizing during customer roll-out phaseEarly engagement in customer implementation projects including agile/multi-sprint projectsTo provide inputs during project phases to improve scalability, reliability, operability, and profitability of solution To gain very good understanding of customer business process, solution, and architectureTo ensure seamless delivery continuum into Operate through phased go-lives.Demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domainAct as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.What we are looking for: Bachelor’s degree (STEM preferred) and minimum 8 to 10 years of experience in Customer Support or Product SupportStrong Supply Chain domain experienceTransportation/Logistics Knowledge PreferablePossess Strong Techno-Functional ExpertiseTech Savvy able to adapt to any technology fasterExperience of managing ERP products is preferredProvide technical and solution leadership during Critical/Major issues.ITIL CertificationDemonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availabilityExperience with API management platforms & providing / consuming RESTful APIsExperience with varied tools such as AppD & SplunkExperience handling a team is a plusOur ValuesIf you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core ValuesDiversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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